NRTC is Member Driven and Technology Focused – providing solutions that help our 1,500 electric and telephone members bring all the advantages of today’s evolving technology to rural America. NRTC’s solutions are developed specifically to meet the needs of rural utilities and their customers, and include integrated broadband, managed services, smart grid, mobile and video solutions. We are a dynamic, growing cooperative with more than 800 employees operating out of eight office locations.
Job Summary
Receive and respond to customer inquiries via incoming phone calls in a clear, concise, timely, and professional manner. Provide customers assistance with billing inquiries, payments, service promotions and signing up for Internet, TV, and Phone services.
Responsibilities
- Assist callers with billing questions, bill payment, service sign up and the promotion and upsell of service offering
- Communicate to Customer service via phone, chat, email, and other means of communication in an efficient, friendly, courteous and helpful manner
- Access information from multiple sources using various computer applications
- Analyze and resolve issues according to specific client requirements
- Work in fast paced call center setting
- Accurately document details of support with proper information
- Follow standard policy and procedure for performing specific services
- Provide clear and effective communication, building a positive rapport with different types of customers over the phone
- Create relationships by partnering and collaborating with peers, supervisors, and higher level service center personnel to answer more complex customer questions
- Follow-up and educate customers on all inquiries that were not immediately resolved
- Maintain a high level of professionalism in all correspondence and customer interactions, both internal and external
- Perform other duties as assigned
Qualifications
Knowledge, Skills, and Abilities
- Ability to use questioning and listening skills that support telephone communication
- Exceptional soft skills and customer service mindset, including familiarity with de-escalation techniques to facilitate successful problem solving
- Ability to use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects
- Retain knowledge, staying current with system requirements, updates, and changes
- Attention to detail and multitasking capabilities
- Excellent time management and organizational skills
- Strong computer and typing skills
- Must have flexibility for schedule, including the ability to work nights and weekends
Minimum Education and Experience
- High school diploma or equivalent
- One (1) year of related support experience
An equivalent combination of education and experience may be considered.